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In Service Desk Manager, is there a way to make a request or incident submitted by an Employee stand out?

  • 1.  In Service Desk Manager, is there a way to make a request or incident submitted by an Employee stand out?

    Posted Aug 24, 2018 04:05 PM

    We are working on bringing the Customer Service functions of Service Desk Manager to our users in lieu of an email box.  In order to be able to report on them we would like a way to set these tickets apart from the others.

     

    I understand that you can create new Areas/categories for them to start in but this may be changed at some point and will mess with our reporting. 



  • 2.  Re: In Service Desk Manager, is there a way to make a request or incident submitted by an Employee stand out?
    Best Answer

    Broadcom Employee
    Posted Aug 24, 2018 04:15 PM

    Richard, you can use created_via attribute...3570=employee web interface created, 3554=analyst web interface, etc. This means you would need to use the field for stored queries or customization. Thanks _Chi



  • 3.  Re: In Service Desk Manager, is there a way to make a request or incident submitted by an Employee stand out?

    Posted Sep 05, 2018 03:41 PM

    Thank you Chi for your quick response!